KRITIKA JOSHI
Mumbai
Summary
Dynamic professional specializing in client coordination and process improvement. Expertise in data management and communication led to enhanced client satisfaction through effective issue resolution and streamlined workflows, resulting in a significant increase in task completion rates. Proficient in Excel and Salesforce, excelling in fast-paced environments.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Associate (Client Operations)
Befree Global
GIFT City, Gandhinagar
11.2024 - 09.2026
- Managed client communication to ensure timely task delivery and enhance client satisfaction
- Coordinated with cross-functional teams to streamline workflow and improve task completion rates
- Maintained and updated reports and trackers using Excel and Google Sheets to support data-driven decision-making
- Supported performance monitoring and operational reporting
- Resolved client issues to ensure high satisfaction
- Developed structured workflows for managing client interactions and tracking data efficiently.
Quality Analyst
Etech Global Services
Infocity, Gandhinagar
06.2023 - 10.2024
- Monitored service quality for US-based client processes to ensure compliance with standards.
- Analyzed data to identify trends and areas for process improvement.
- Collaborated with cross-functional teams to develop and implement quality assurance protocols, enhancing service reliability.
- Generated performance reports, identifying actionable areas for improvement.
- Utilized CRM tools (Salesforce, HubSpot, Slack) for efficient tracking and reporting.
- Acted as the single point of contact for client communication and escalations.
- Documented findings and presented comprehensive reports to management, facilitating informed decision-making.
Client Service Executive
Cfirst Background Checks LLP
Praladhnagar, Ahmedabad
12.2021 - 05.2023
- Managed client relationships, ensuring timely service delivery and maintaining high satisfaction levels.
- Resolved escalations effectively, enhancing overall client satisfaction.
- Guided clients through background check processes and requirements for seamless experiences.
- Responded promptly and professionally to client queries via phone and email.
- Maintained accurate records of client interactions in the case management system.
Education
MBA - International Business
UPES
Dehradun06-2026
B.Sc - Biotechnology
Khyati Institute of Science
Ahmedabad09-2021
Skills
- Business Analysis, Client Coordination, Stakeholder Management, Process Improvement
- Microsoft Excel, Google Sheets, Google Workspace
- Salesforce, HubSpot, Slack
- Quality assurance
- Data management, Problem-solving, Multitasking, Time management
- Excellent communication
Certification
- Six Sigma Green Belt
- TCS iON Young Professional
Timeline
Associate (Client Operations)
Befree Global
11.2024 - 09.2026
Quality Analyst
Etech Global Services
06.2023 - 10.2024
Client Service Executive
Cfirst Background Checks LLP
12.2021 - 05.2023
MBA - International Business
UPES
B.Sc - Biotechnology
Khyati Institute of Science